Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a customer of ********************** for several years, starting with earlier generations, and I purchased the Eargo 7 last year. Unfortunately, my experience has been nothing but frustrating. The batteries are consistently problematic theyve replaced my right hearing aid twice, and I even had to pay $395 for a ***************, once again, the battery on my right hearing aid only lasts a couple of hours, making the device essentially useless. Eargo has agreed to replace it, but I keep receiving frustrating emails about delays. Each week, they send messages expressing their embarrassment over the situation, yet Ive now been without hearing aids for weeks.Whats even more frustrating is that when I visit the Eargo website, theyre selling new units that ship within three days. This clearly shows that their priority is making quick sales, rather than addressing the needs of their existing ************ a company that provides medical devices, replacing faulty units and honoring warranties should be their top priority, not just pushing new sales.A higher authority should regulate this, especially since they are selling medical devices. This is unacceptable.

  Business Response

  Date: 04/16/2025

  We reached out to this customer directly to provide assistance. The customer is satified with the resolution. 

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1, 2024 purchased EARGO 7 hearing aids for $2,550 directly from the company. The left device soon died on Nov 25th, 2024 and was promptly replaced at no charge. On Feb 28th the right device died. That device is being replaced but is currently back ordered. Again at no charge. On Mar 19th the "replaced" left device died, I've initiated a request for another replacement. Checking EARGO's policy: "refurbished devices may be delivered" contrary to what customer service representative assured me I would receive only new devices. Given how quickly the devices died in succession, the obvious quality control issues, I inquired if my warranty would reset upon receipt of (refurbished or otherwise) the replacement devices. They stated they will only honor from original date of purchase. So basically EARGO continues to send substandard products and after 2 years (for EARGO 7's) will no longer provide any warranty.

  Business Response

  Date: 03/20/2025

  We connected with the customer directly to provide an update on his order and answer his questions. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23087640
  
  I am rejecting this response because:
  Eargo suggested I speak with an Eargo specialist to discuss my concern re quality control issues and usage of its products. The callback has not yet taken place. (********). Eargo has generously offered to replace both devices. Discussed the 45 day buyer remorse return policy vs warranty (after asking for full refund)  I requested warranty reset for the full two years based off receipt of new (refurbished?) products. As it was my understanding devices would last between 3-5 years,  their offer was only to extend warranty for 30 days for lost use. Waiting on the callback. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/07/2025

  We have connected with the customer directly to provide an update and additional support. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Another company with the attitude, we got your money already, so shut up and we will get to you when we can about our low quality ************* # ********. Hearing aid # 6. I have had problems with the # 6 hearing aids ever since I first got them. You cannot increase the volume,The hearing aids "churp".They will not hold a charge. I was never told that when I purchased these hearing aids, that if they needed to eb replaced, I would not get "NEW" hearing aids, they would be "refurbished" hearing aids, something that someone else has used. What kind of testing do they do when they ship you used hearing aids?With Eargo, you cannot talk with a supervisor when you call. The company is so poorly run, you have to wait a day or so for someone to call you ******** have to go without hearing ability, while they take their time to get you a supervisor. The company must be getting so many complaints, they cannot give immediate supervisory service to existing customers.

  Business Response

  Date: 03/24/2025

  We connected with this customer directly and he is satisfied with the update provided. 

• Initial Complaint

  Date:03/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ergo 7 on March 3rd, the person I ordered from told me they would be shipped the next day. I heard nothing from ******* tracking # or that they were shipped. I called March 5th they told me that they had not been shipped so I told them to cancel order and issue me a credit I did not see credit so I called March 10 they told me that they had been shipped and received March 8 sent by regular mail, and left in mail box. There is no possibility that happened I have a locking mail box that a package will not fit in. I called back ask for tracking # they would not give it to me, hung up on me and sent me an email with tracking #later. I filed a service request with **************. I have used this company before with no problems. The order process and communications are now worthless. Please let others know how bad they have become.

  Business Response

  Date: 03/20/2025

  We connected with the customer directly to provide assistance with his order. 

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2022 I bought a pair of Eargo hearing aids. I was pretty happy with them for the first year but I started having trouble with the battery life after a year. Instead of lasting 12 or more hours, the batteries were only lasting 4-8 hours. I contacted customer service and at first they made me clean them and reset the charger. When that didn't work, they sent me a new pair in September of 2023. They worked fine for some months and then the batteries started to fail again in June of 2024. They had me clean them again and they worked better for some weeks but it didn't last. When I contacted them again this fall (September and October), all they would say is that, since they were no longer under warranty, they would replace the hearing aids for $400 each. Since the hearing aids themselves were working fine, they were asking me to pay $400 each for new batteries. I refused. Since then, my right hearing aid isn't holding a charge for more than a couple of hours and the charger says it is charged sometimes but when I try to use it, it says it is not charged and goes off. I wrote to them again to confirm that the only solution is new hearing aids for $400 each and they confirmed that in writing. I am totally disgusted and disappointed with this company. Their claim for their hearing aid batteries is totally bogus. I doubt I am the only one having this problem and they neither acknowledge a problem nor do anything to solve it once the one-year warranty is done. I would just buy from a different company but my insurance for a new pair doesn't kick in until I have used them for 3 years, which would be next April.

  Business Response

  Date: 01/03/2025

  We connected directly with the customer and reached a resolution. 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22751684
  
  I am rejecting this response because: the problem is not resolved. The company has now offered to replace my hearing aids with a different model to see if I like those aids, whether they work for me and whether they have a longer battery life (since my right hearing aid is now practically useless). Let's remember that they advertise that their hearing aids last 16 hours.They have definitely made an effort to respond constructively to the complaint.  I have agreed to try the new model to see whether or not they are an improvement. If I decide to keep them and they work for me, then I would consider the complaint resolved. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/07/2025

  We are working with this customer to reach a resolution. As discussed, we will be following up with the customer directly. 

  Business Response

  Date: 01/07/2025

  We are working with this customer to reach a resolution. As discussed, we will be following up with the customer directly. 

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ****** and I'm a senior citizen who ordered a pair of hearing aids from Eargo online and I've had problems with them since about three months of owing them. I had to reach out to the company multiple times because one of the hearing aids did not work anymore. They gave me steps on how to clean them and update them to see if they worked afterwards and nothing seemed to help so they sent a replacement one. The new one worked for a while but then the other hearing aid stopped working and the same thing happened again. After that, the first replacement hearing aid stopped working and they sent another one to us. They said they wouldn't replace any more after that so I assumed it would last for a really long time but once again the replacement hearing stopped working. We tried everything to clean it and update it and they still do not work. We reached out to them and they said will not replace them. I'm still making payments on these hearing aids and I think it's unfair that I have to pay for something that doesn't work properly. I believe I have paid around $2000 and right now I still owe $755.36 for a product that doesn't even work for me and I do not want to pay that remaining amount.

  Business Response

  Date: 12/12/2024

  We have connected with this customer directly to assist. 

  Customer Answer

  Date: 12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of Eargo 5 invisible-in-the-ear hearing aids in Dec 2021 at a cost of $2,450.00.The company said that the battery endurance of of these devices is 14 hours before needing to be re-charged, which was initially true. However after approximately 14 months battery endurance had dropped to 5 hours. The company acknowledged problems with the batteries and in April 2023 provided a new set of Eargo 6 hearing aids at no charge. The new devices began to exhibit the same issue this time after 15 months of use.The company now says that I am responsible for replacing the batteries at a cost of $350 per ********* hearing problem is a result of military service and as a partially disabled veteran on a fixed income, this is beyond unacceptable for a product which now sells for $3,000.I contend that the company's marketing s deceptive, conceals the known poor battery endurance of these devices, and furthermore the company does not disclose the true cost of ownership which is far greater than the initial purchase price.I have attached the email conversation with the company's support team after which I received a call from the company's representative who presented me with the final proposed solution I described above in which I would be required to purchase replacement batteries at a total cost of $700.

  Business Response

  Date: 10/07/2024

  After discussing replacement options with the customer, we were able to reach a resolution.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22361533
  
  I am rejecting this response because:

  I had high hopes for the replacement in-the-ear devices that ********************** agreed to provide at no cost.  However after receiving the replacement Eargo 6 hearing aid devices I was unable to add them to the Eargo mobile app which is absolutely essential because without that, my individual hearing settings could not be activated in the new devices.    I contacted Eargo support about this 2 times and on the second time was advised that this indicated a failure of the Bluetooth module in the Eargo charger and that I would now have to purchase a new charger at a cost of $395.  The charger is an crucial component of the Eargo system; without a properly functioning charger the replacement devices are unusable -regrettably making the solution from Eargo unacceptable.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/21/2024

  We connected with the customer and reached a resolution.  

  Customer Answer

  Date: 10/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refuse to repair device after warranty. After one or two year warranty the company refuses to repair faulty device.

  Business Response

  Date: 09/23/2024

  We have connected with this customer and discussed an upgrade option that the customer declined. There are no alternatives replacement options available for this matter.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22310919
  
  I am rejecting this response because:Eargo does not admit that its businness parctices are deceitful and rigged in favor of the resale to customers of defective devices.  Also the web site does not include a warning to customers that the company is operating the "multiple models scam."  I asked the representative for the $395 repair offered on the EARGO web site and she told me that I was not eligible and I told her that was not stated anywhere on the web site.  
  
  Sincerely,
  
  Peter Nichols

  Business Response

  Date: 10/07/2024

  We connected with the customer and provided the appropriate replacement option for his product. We encourage the customer to reach out to us directly if he would like to proceed with that option. We can be reached at 800-615-9000 Monday-Friday 8am-8pm CST, Saturdays 8am-5pm CST or you can email us at [email protected].

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone has opened an account in my name with this company; there is a debt on my credit report. I need help getting this account closed and resolved as an identity theft matter. I have reached out to the company several times with dates including, June 28th, July 2nd (They gave me a reference number of ********), July 11th, July 18. Every time we are told we are going to receive a call back from 'Cam' who appears to be the investigator but nothing has happened. We have not been given an opportunity to submit our police report or close the account and remove it from my credit.

  Business Response

  Date: 07/30/2024

  We attempted to reach the account holder, but our attempts were unsuccessful. The fraud charge was investigated on our end and refunded. Please reach out to the financing company for further assistance.  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22043130
  
  I am rejecting this response because:
  
  I have received no communication from this company. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/06/2024

  Multiple attempts were made to reach this account holder. The attempts were unsuccessful using the phone number on the account. Please reach out to us at ************ to resolve this matter. 

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had multiple issues with the left hearing aids battery life lasting only a couple of hours. They have replaced it on three occasions and it continues to fail. The wait time for the latest replacement has been 4 weeks. Its impossible to use just one hearing aid due to sound imbalance. They have had multiple chances to remedy this issue. I asked today for a refund and was told due to time lapse they cant do that.

  Business Response

  Date: 07/25/2024

  We were able to connect with this customer and reach a resolution is he happy with.